The role of the Customer Service Representative is to be a customer-focused, courteous, empathetic, service professional, who effectively uses knowledge of plans, products, procedures and systems to provide information and resolve issues, resulting in enhanced customer satisfaction and retention. The Customer Service Representative position is Aetnas window to our members, providers, physicians and hospitals. As a Customer Service Representative, the image you project over the telephone and how you handle the callers situation is the publics perception of Aetna.. We provide a human connection when it is needed most.
As a Customer Service Representative you would:
Proactively assess customer issues, circumstances, problems, expectations,and needs
Take ownership of each customer contact and partner with other departments to successfully resolve their issues
Identify the customer needs beyond the initial inquiry by answering the unasked questions
Resolve issues without or with limited management intervention
Respond quickly to meet customer needs and resolve problems without over-committing
Provide education to support the members health
Other activities include providing claim status information, benefit coverage interpretation, and plan eligibility.
Collaborate with colleagues and co-workers to deliver an exceptional customer experience
Customer service experience in an environment focused on the well-being and satisfaction of the customer
Strong communication and problem solving skills
Empathy towards customers needs and concerns
Strong computer navigation and typing skills
Ability to manage multiple tasks in a transaction / high volume based environment
Two year degree preferred, but not required
The minimum level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
LICENSES AND CERTIFICATIONS
Customer Service/ is desired
Functional - Customer Service/Customer Service - Member Services - HMO products/1 Years
Functional - Customer Service/Customer service - transaction based environment/1 Years
Technical - Desktop Tools/Microsoft Outlook//
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Demonstrating Service Discipline/FOUNDATION
Service/Providing Solutions to Constituent Needs/FOUNDATION
ADDITIONAL JOB INFORMATION
Our work environment is engaging and diverse. Employees are encouraged to satisfy professional ambitions, take pride in their contributions and share in our success.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here
to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Website : http://www.aetna.com
Aetna Inc. operates as a diversified health care benefits company in the United States. The company operates in three segments: Health Care, Group Insurance, and Large Case Pensions. The Health Care segment provides medical, pharmacy benefit management, dental, behavioral health, and vision plans on an insured basis, and an employer-funded or administrative basis. This segment also provides Medicare and Medicaid products and services, as well as other medical products, such as medical management and data analytics services, medical stop loss insurance, workers' compensation administrative services, and products that provide access to its provider networks in select markets. This segment offers its products and services to multi-site national, mid-sized, and small employers, as well as individual customers. The Group Insurance segment provides life insurance products comprising group term life insurance, voluntary spouse and dependent term life insurance, group universal life, and accidental death and dismemberment insurance; disability insurance products; and long-term care insurance products, which offer benefits to cover the cost of care in private home settings, adult day care, assisted living, or nursing facilities. This segment provides insurance products principally to employers that sponsor its products for the benefit of their employees and their employees dependents. The Large Case Pensions segment manages various retirement products, including pension and annuity products for tax-qualified pension plans. The companys customers include employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups, and expatriates. Aetna Inc. was founded in 1853 and is headquartered in Hartford, Connecticut.